SDI 인증한 SD0-401 덤프

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ITExamDump의 SDI인증 SD0-401덤프를 구매하여 공부한지 일주일만에 바로 시험을 보았는데 고득점으로 시험을 패스했습니다.이는ITExamDump의 SDI인증 SD0-401덤프를 구매한 분이 전해온 희소식입니다. 다른 자료 필요없이 단지 저희SDI인증 SD0-401덤프로 이렇게 어려운 시험을 일주일만에 패스하고 자격증을 취득할수 있습니다.덤프가격도 다른 사이트보다 만만하여 부담없이 덤프마련이 가능합니다.구매전 무료샘플을 다운받아 보시면 믿음을 느낄것입니다.

시험 번호/코드: SD0-401

시험 이름: SDI (Service Desk Foundation Qualification)

ITExamDump의 완벽한 SDI인증 SD0-401덤프는 고객님이SDI인증 SD0-401시험을 패스하는 지름길입니다. 시간과 돈을 적게 들이는 반면 효과는 십점만점에 십점입니다. ITExamDump의 SDI인증 SD0-401덤프를 선택하시면 고객님께서 원하시는 시험점수를 받아 자격증을 쉽게 취득할수 있습니다.

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NO.1 What is a best practice to follow when documenting an Incident?
A. Always take a break before you write anything down.
B. Avoid making negative references about the customer in the documentation.
C. Make sure that others know how the customer treated you by documenting the interaction.
D. Use emoticons to communicate the personality of a customer.
Answer: B

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NO.2 What information must be logged for every Incident?
A. A corrected version of the customer description of the Incident.
B. A note aboutthe customer preferred desksidetechnician.
C. Any commitments made to the customer.
D. Your opinion about the customer technical expertise.
Answer: C

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NO.3 Which statement best describes a good leader?
A. Good leaders demonstrate absolute control over their teams.
B. Good leaders do not need to offer incentives.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C

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NO.4 What type of question will best encourage a customer to talk more about their Incident?
A. Closed questions.
B. Open questions.
C. Technical questions.
D. Personal questions.
Answer: B

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NO.5 What is the best way of using silent time effectively?
A. Build a rapport with your customer.
B. Check your e-mail.
C. Identify the best time for your break.
D. Write an e-mail to a colleague.
Answer: A

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NO.6 When you have a call that cannot be resolved, what is the last step you will take prior to disengaging
from the customer?
A. Confirm the details provided by the customer.
B. Determine the priority of the Incident.
C. Set the customer expectation for the next contact.
D. Verify the customer eligibility for service.
Answer: C

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NO.7 What is the best description of your role in supporting customers?
A. Avoid confrontation at all costs.
B. Deliver consistent, high quality support.
C. Escalate calls as appropriate.
D. Minimise talk time.
Answer: B

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NO.8 What is a best practice for reducing conflict?
A. Agree with the customer.
B. Interject your opinion into the conversation.
C. Let the customer know that you are in charge.
D. Show the customer respect.
Answer: D

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NO.9 Your help desk/Service Desk wishes to become a model for best practice, what is one of the main
sources of excellent information and advice to help achieve this?
A. A web master magazine.
B. Senior management meetings.
C. Knowledge Centred Support.
D. The marketing department.
Answer: C

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NO.10 Which is a common physical symptom of stress?
A. You are more susceptible to colds.
B. You rarely take lunch breaks.
C. You work longer hours.
D. Your colleagues all seem busy.
Answer: A

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NO.11 Which of the following techniques is the best one for reducing and eliminating conflict during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
Answer: B

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NO.12 What is a best practice for demonstrating personal accountability in your work.?
A. Blame others for mistakes.
B. Never admit that you made a mistake.
C. Perform your duties in a manner that meets with company policy.
D. Work according to your mood.
Answer: C

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NO.13 What factor is most important in determining the priority of an Incident?
A. The caller connection to the Service Desk.
B. The caller emotional state.
C. The Incident impact on the business.
D. The Incident impact on the Service Desk.
Answer: C

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NO.14 What is a benefit of teamwork?
A. Better time management.
B. Higher employee morale.
C. Improved conformity.
D. Increased competition.
Answer: B

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NO.15 What is the best reason for using a standard greeting when answering telephone calls?
A. Using a standard greeting complies with Service Desk standards.
B. Using a standard greeting ensures consistent service.
C. Using a standard greeting makes the customer feel humble.
D. Using a standard greeting prevents individuals developing their own greetings.
Answer: B

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SDI인증 SD0-401시험을 어떻게 공부하면 패스할수 있을지 고민중이시면 근심걱정 버리시고ITExamDump 의 SDI인증 SD0-401덤프로 가보세요. 문항수가 적고 적중율이 높은 세련된SDI인증 SD0-401시험준비 공부자료는ITExamDump제품이 최고입니다.